pinqponq.com Reviews 

Nearly 3 months, no package, no refund

I have followed the pinqponq brand for years, admiring their designs and initiatives, and always wanted to own a pinqponq backpack.

I ordered a backpack from pinqponq (order PPC232280) in May 2026. It shipped promptly, but the package got stuck in the destination country's postal system on 18 May and never moved again.

I contacted customer service on 25 May. They opened a DHL investigation on 26 May and told me it could take 6-8 weeks. Every time I followed up since, in mid-June and again in mid-August, three months after the order shipped, the answer was the same: keep waiting. I am still without a backpack or any type of refund.

I understand shipping delays and lost packages happen, but three months with no resolution and no proactive communication is not acceptable. I own an ecommerce business myself, and in our experience, lost parcels get resolved within days, not months, never like this.

This has completely ruined the brand image for me. If a company cannot resolve a lost package and leaves a customer on hold for months, it makes me question whether the products themselves are actually that good either. I expect genuine, actionable support from a customer service team, not the cheerful, scripted sign-offs their replies are dressed up with. Warm phrasing does not compensate for the lack of real customer support via email.

I've also read in another review here about a customer in a similar situation who was given store credit instead of an actual refund for a package that never arrived, after waiting three months herself. Based on that, I'm bracing myself for this to go the same way.

Edit: About four days after leaving this review I received a response from customer support asking for my bank details, despite my having paid by debit card. Two weeks later the refund was processed back to that card, about four months after I placed the order on 13 May.

Great Customer Service! Super fast feedback and great service. Highly recommended!

The team at pinqponq handled my issue quickly and to my complete satisfaction. The team was always very friendly and accommodating. The products are excellent as well. Thank you very much!

I am really very positively surprised by the pinqponq support team. My request was processed very quickly and always flawlessly.
I definitely recommend them:

Unfortunately, my pinqponq backpack had a defect in the zipper.
I reported the product defect to pinqponq support. My request was processed within hours and a return label was created.
After I sent the product back to the pinqponq team, I received feedback within a week that my complaint had been processed.

Since the product I complained about was unfortunately no longer available, I received a higher-quality replacement backpack from pinqponq.

It was shipped to me on the same day and arrived in excellent condition!

Fast and customer-oriented contact, quick resolution of my issue

I bought a coat that never arrived and when I inquired about my order it took forever for them to figure out what was wrong. Then I was finally informed that DHL had said I refused the order even though I was never contacted in any way about a delivery. I was promised to be reimbursed but instead received credit note to order again even tho they don’t even sell the product I bought anymore. All of this process has been taking 3 MONTHS! After receiving the voucher I asked for my refund and got an automated bot response telling me to return the products that I have never received.

I have been a pinqponq customer for several years now, and I’ve always been very happy with the brand.

I’m consistently impressed by how the company manages to maintain high quality while caring for the environment, promoting sustainable production, and offering fair prices. The backpacks I’ve used over the years are thoughtfully designed, durable, and full of practical features.

Recently, I contacted customer service and was pleasantly surprised by how quickly they found a solution and sent me the replacement part. They were also very friendly throughout the process.

Very prompt response to my concerns! Fair processing! I'm delighted to have my beautiful and practical backpack back!

i ordered a month ago.

dpd wasn't capable to deliver.
isn't capable to deliver back either as it seems.

no bag.
no money.
unsufficient customer support.

unacceptable.

such a turn off that i will not buy pinqponq anymore.

A year ago, I bought an Aksel bag from Pinqponq for hiking and traveling. I absolutely love the bag—it’s practical, and I especially appreciate the detail of the zipper on the back, which makes it easy to access items without having to open the top. Unfortunately, disaster struck when the pouch attached to the bag was stolen while I was traveling. I reached out to customer service to inquire if I could purchase a replacement pouch. Within a week, I received a new pouch at no extra cost. I will definitely return for a new jacket or bag when the need arises. I already knew the quality of the product was excellent, and it's reassuring to see that the customer service matches that high standard.

High professionell service and really helpful. The customer is here definitely the number 1 thanks a lot

Good products with high quality. I like the design and the shape of the back, the backpacks are comfortable to wear.

the brick bag has hidden pockets, lots of space and is made out of really durable material. it is perfect for going to a festival, concert or anywhere else :)

nice design

I’m having a PonqPonq backpack for three years, a winter jacket for two years and a summer trench for a year and I can’t stop buying the PinqPonq stuff. It’s very practical while stylish. Can highly recommended.

Great service, great products.

We bought the Blok Medium Crinkle Taupe right before our trip to Bali. The backpack is not only monkey-proof (even though they tried to open it while sitting on my head), it‘s also spacious, rainproof and comfortable. 10/10 would buy again.

My bag broke and they fixed it without any discussion. Great support!

New Zealandland .
And I got so much love for what you are doing

It was a good delivery and came quickly before chrismas. I am very happy with it. Tranks a lot.